MCL notasa:1- IT vem primeiro numa logicva de infraestrutura: - não é por definir ser mais prioritario, é por servir em geral como a base da infraestrura de informacao para toda a aempresa e tb para o CC2- há areas mais transversais como seguranca ou data communications que se aplicam a toda a empresa e não seo a CC
Definicao:Service-BasedScalable and ElasticSharedMetered By UseInternet Technologies
The next evolution in customer care is here, and so we must respond. Customers expect to tweet, yam, and/or post to their favorite social web medium and expect a timely answer on the very same medium they posted on. Are you ready? If you’re looking for a nuts-and-bolts primer on social media in the contact center, this session is for you. You’ll learn social media basics, why this matters to your call center, and how to make it a win-win for you and your customers. We’ll discuss what should be included in your social web customer service strategy, and the myriad details that must be defined in order to be successful. You’ll leave with a clearer view of how to move forward with a social media strategy that works for your organization – and your customers. Bob FurnissTouchPoint Associates Inc.President For more than 28 years, Bob Furniss has worked with companies to help them understand and improve their customer experiences. As President of Touchpoint Associates, Inc., a boutique consulting firm that offers strategic consulting and frontline training, he has worked with some of the top companies in the world to help them re-align their customer strategies.Bob founded Touchpoint Associates, Inc. in 2003 and has developed a network of industry experts to support his client list which includes leading organizations like DePaul University, FedEx, University of Kentucky, Dell, HP Computers, Hewitt Associates, State Farm and others. Faith LegendreWebex CommunicationsSenior Global Consultant, Customer Advocacy For more than 10 years Ms. Legendre has been leading organizations through learning strategies to business results excellence. She is an organization and training expert, virtual and in-person knowledge speaker and is also a new technology and social networking enthusiast. She eagerly shares her creative ideas on how electronic collaboration both internally and externally can benefit organizations. She was awarded Trainer of the Year for 2008 by Training Magazine. She has aided organizations in achieving Training Top 100 multi-year status as well as ICMI’s Global Call Center of the Year Award. She has held learning and training, Director and Vice President, positions at international Fortune 1000 technology companies as well as ecommerce retail organizations. She has lead teams who worked both in physical site locations as well as from home. Her vision of “nibblet learning” helped to embed knowledge application into daily business practices. Over the past few years Ms. Legendre has also been coined and consulted with organizations as a Virtual, Collaboration and Social Networking Strategist. The Training Journal UK recently tweeted that Ms. Legendre is “a great re-tweeter of business based tweets from all over the twittersphere.” One of the top ranking bloggers Chris Brogan said that Ms. Legendre “sources a lot of great posts.” Ms. Legendre has a certificate in Project Management from Hofstra University and a Masters in Management from Antioch New England Graduate School in New Hampshire.Level: IntermediateIn a world where a single customer can tell over 300,000 people about a poor experience in your center with one stroke of the keyboard, you can’t afford to ignore social media. But if you are more than a little confused about what it is and how it will impact your call center, then this is the session for you. We’ll start with the basics – where to find them, how to join into the conversation and what the trends are for the future. Learn how the top five social media sites differ from one another, how to define a strategy for each, and why the lesser-known sites are also important. Discover when you MUST act to protect your brand – and how some of the most forward-thinking companies in America are leading the way. Finally, hear how recent technologies will allow you to easily communicate through a new customer channel utilizing these existing outlets. Bob FurnissTouchPoint Associates Inc.President For more than 28 years, Bob Furniss has worked with companies to help them understand and improve their customer experiences. As President of Touchpoint Associates, Inc., a boutique consulting firm that offers strategic consulting and frontline training, he has worked with some of the top companies in the world to help them re-align their customer strategies.Bob founded Touchpoint Associates, Inc. in 2003 and has developed a network of industry experts to support his client list which includes leading organizations like DePaul University, FedEx, University of Kentucky, Dell, HP Computers, Hewitt Associates, State Farm and others.
When talking about social software or social-networking applications or services, most peopletend to think immediately of widely used consumer sites, such as Facebook, LinkedIn, Friendster,Plaxo, Xing, Xanga, Bebo, Cyworld, QQ.com and Second Life, many of which are accessed fromwithin a Web browser.These independently hosted applications have yet to prove their value as effective tools forselling, marketing, or aiding customer service and support throughout the customer buying cycle
1. TendenciasGlobais IT1.1 optimize business performance1.2 security risks1.3 cloud computing1.4 social networks impacts on business1.1 optimize business performance1.2 security risks1.3 cloud computing1.3.1 cloud services brokerage1.3.2 Consolidate with Virtualization1.3.1 cloud services brokerage18.104.22.168 agregate22.214.171.124 secure126.96.36.199 manage costs188.8.131.52 Subtopic 184.108.40.206 agregate220.127.116.11 secure18.104.22.168 manage costs22.214.171.124 Subtopic 41.3.2 Consolidate with Virtualization1.4 social networks impacts on business
New business processes and new tools support customer service processes. In "Reinventing theContact Center for CRM: Higher Impact, Lower Cost," we discuss the advances made towardsimpler and more-intuitive user interfaces. More intelligent information and advice delivered to theagent desktop are critical for contact centers. Modernizing the agent desktop and helping theagent support customer interactions will be critical to consistent customer service. Early adopterswill see increased customer satisfaction, agent retention, competitive differentiation and loweredcosts.Better Contact Center Application DesignWe are seeing the advance of model-driven CRM applications for the desktop. The nextgeneration of graphical user interfaces (GUIs) will change dramatically, as compared with theCRM offerings that became available during the past five years.We are expecting more-dynamic, contextual rendering of information based on shifting customerand interaction context during a call. Currently, too much advanced training is required (initial andongoing) of agents, and too much time is required to move through screens and systems to findinformation. Companies such as Pegasystems and NexJ Systems are gaining greater tractionwith their declarative, model-driven applications. This fits well with our concept of "intent drivenapplications." By this, we mean screens that are not static and following a prescribed path, butinstead render business rules that are applied specifically to the particular context of thecustomer, his or her service-level agreement, profitability and satisfaction. The advantage of amodel-driven application is that it is meta-driven, which means that work done by a business userdesigning on the front end (for the agent) can continue to evolve, even as changes occur to theunderlying applications used in the workflow or interaction.
As businesses look for new sources of revenue, the customer service contact center becomes anarea of interest. How can marketing and sales exploit the opportunity? Using real-time decisionsoftware will be key. In "Real-Time Decision-Making Applications Can Increase Revenue andReduce Costs in the Contact Center,” we show how the contact center can increase revenue viamore-targeted customer cross-sell and upsell recommendations, while improving customerretention. Applications of real-time decisions can reduce costs in a variety of other ways,including prescreening customer claims, cause-based routing and skill-based dispatch.Customer Cross-Sell and Upsell RecommendationsWhat Is It?: Selecting the best offer to make to a customer to grow value. In addition to thelikelihood of a customer accepting the offer, the factors used to determine the "best" offer includethe relative profitability of different products, the skill set and qualifications of the agent, the timerequired to extend the offer to the customer (to ensure that service-level objectives are met), andthe mix of offers previously presented to the customer.Who Should Consider It?: Any organization looking to increase customer profitability or toincrease the average number of products held per customer. Typical industries adopting thistechnology are telecommunications and retail banking companies.Who Sponsors It?: Usually marketing.
Measure contact center performance on multiple levels — customer satisfaction; totalcost, including call escalations; and impact on revenue — before and during theoutsourcing of a customer care function.• Applications of real-time decision making to the contact center (such as prescreening ofcustomer claims, call-cause-based routing and skills-based dispatch) can reduce costs.Recommendations• Don't limit the examination of real-time decisions to cross-selling and upselling. Althoughthese are the most-common areas, other use cases are emerging to deliver return oninvestment (ROI) for organizations.• Organizations should consider the decisions made during and subsequent to customercalls, as well as which of these decisions could most effectively be guided by betterinsights into customers' likely behaviors.AnalíticosNecessidade de ferramentas de análise em tempo realConhecimento e maior compreensão dos valores e comportamentos dos clientesBarreiras à adopção:Falta de conhecimento do potencial das ferramentas analíticasFalta de um business case que justifique o investimento
Customer service agents are overlooked in a role for which they are best-positioned: Creatingand maintaining a well-structured knowledge base to be used in the contact center and for Webbasedself-service. In "Use Contact Center Agent Knowledge for Self-Service Cost Savings," weexplore how the lack of effective knowledge frameworks prevents organizations from realizing thecost-saving potential of Web self-service, and how they can create such a framework. The resultis superior access to accurate and actionable information for service agents and customers.
REAL TIME ENTEREPRISE NEEDS TO MANAGE INTERACTIONS IN REAL TIMEIn a similar waythat QUALITY dominatedthemanagementofcocmpnaiesinthe 1980s, with 6 sigma, andlaterthejapanesemethodsof JIT wereessential for manufactoruingorganizations, inthisdecadewe are witnessingtherevolutioninthemanagementofthebusinessinformation. Itisessentialthatinformationisgathered, processedandappliedin real time, to avoidorganizationtardindessinresponding to customerdemands. More thaneveritisimperative to registertheoutcomesofbusinessinteractionswithcustomersin real time, to analyzethatinformationincorrelation to otherexternalandinternaleventsandfindways to maximize thebusiness performance. Thisappliesnotonly to salesbut to collections, orcustomerserviceorevenhelpdesk / techsupport
O hype e a realidade provável em Cloud Computing<br />Animar cada um destes 3 cenarioscom um mclik para mudar<br />Hoje<br />Realidade<br />Hype<br />Enterprise<br />Enterprise<br />Enterprise<br />Services<br />IT<br />IT<br />IT Management<br />IT Management<br /><ul><li>Brokering, private cloud, internal IT
Show & Use Contact Center Value:Business Performance Indicators<br />Recovered Debt<br />Total debt<br />Sales<br />per agent<br /># calls<br />closed on the first contact*100%<br />Total products in stock<br />products sold*100<br />Total working time<br />Total working time available*100%<br />(C) Altitude Software - Restricted Use<br />40<br />5/8/2010<br />
“The contact center is the enterprise”Unified Workflow <br />(C) Altitude Software - Restricted Use<br />41<br />5/8/2010<br />